> ## Documentation Index
> Fetch the complete documentation index at: https://learning.kent.co.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Handover: The Ten-Minute System Walkthrough

> The on-site walkthrough script delivered at the live display: what the system does, power-cut behaviour, alarms, emergency stop, and who to call.

A customer who understands their system in plain words calls less, trips less, and trusts more. Deliver this walkthrough standing at the live unit — not at a laptop, not from memory at the kitchen table. The display is on, the system is running, and both decision-makers of the household are present.

<Warning>
  Complete commissioning before you start. All witness tests must be passed, the settings snapshot must be taken, and the DO/DON'T card and [handover form](/handover/handover-form) must be printed and in hand. Do not run this walkthrough on a system that is not fully commissioned.
</Warning>

## Before you start

<Steps>
  <Step title="Confirm commissioning is complete">
    All platform commissioning checklist items ticked, energy-flow and black-start tests passed, settings snapshot photographed.
  </Step>

  <Step title="Print and carry the paperwork">
    The DO/DON'T card ([Warranty-Safe Usage](/handover/warranty-safe-usage)) and the signed [Handover Form](/handover/handover-form) travel to site with you — not printed after the fact.
  </Step>

  <Step title="Get both decision-makers present">
    The person who pays the bill and the person who lives with the display are often different. The walkthrough sticks far better when both hear it together.
  </Step>
</Steps>

## The script, in plain words

Work through these six sections in order, in front of the live display. Adapt the emphasis to the mode configured for this site.

<Accordion title="1. What it does all day">
  Say it like this: *"Solar powers your home first. Extra solar charges the battery. Only after that does anything touch the grid. At night the battery takes over — and the grid is the backstop."*

  Then say what **this house** is set to do: self-use, backup-reserve, or time-of-use windows. Customers remember their own site's story; they do not remember abstract diagrams.
</Accordion>

<Accordion title="2. What happens in a power cut">
  Point physically at the essential distribution board: *"These circuits — lights, fans, router, TV — keep running from the battery. The rest of the house waits for the grid. Big appliances stay off backup: that is what keeps the lights on longest."*

  Full expectations are on the [Backup Can & Can't](/handover/backup-can-and-cant) page. Do not promise specific hours or millisecond figures unless you have validated numbers for this platform and model.
</Accordion>

<Accordion title="3. What the screen tells you">
  Walk the live display for two minutes: where power is flowing right now, the battery percentage, and what an alarm looks like. Two minutes here saves ten phone calls. The full tour script is at [Display Walkthrough](/handover/display-walkthrough).
</Accordion>

<Accordion title="4. What to do — and never do">
  *"Glance at the battery percentage now and then. If a message with a code appears, photograph it and call Kent — don't switch things off and on repeatedly."*

  Leave the DO/DON'T card physically in the customer's hand and walk through it. Full usage habits are at [Warranty-Safe Usage](/handover/warranty-safe-usage).
</Accordion>

<Accordion title="5. Emergency stop">
  Show this physically — do not just describe it.

  *"If you ever see smoke, smell burning, or water is getting into the unit — switch OFF these two labelled switches if they are safe to reach, keep everyone away, and call Kent service. Never touch cables or open anything."*

  Point to the labelled battery breaker and the AC isolator. Confirm with the customer that they know which switches those are.
</Accordion>

<Accordion title="6. Who to call">
  One number: Kent service. Put it on the DO/DON'T card, in their phone contacts right now, and on the DB door label. Do not leave them with a personal installer number as the primary contact — Kent service is the channel.
</Accordion>

## Close it properly

<Steps>
  <Step title="Invite and answer questions">
    Ask directly: *"Any questions about what we've just covered?"* Answer before signing anything.
  </Step>

  <Step title="Sign the handover form together">
    Both installer and customer sign the [Handover Form](/handover/handover-form) in front of each other — walkthrough given, card left, contact saved. Photograph the signed form into the job record.
  </Step>
</Steps>

## Common mistakes

<CardGroup cols={2}>
  <Card title="Explaining at the laptop">
    Nothing sticks if the customer can't see the live display while you talk. Always do the walkthrough at the unit.
  </Card>

  <Card title="Skipping the emergency stop">
    "It never happens" is not a reason. The emergency stop is the one demo that matters most if it ever does happen.
  </Card>

  <Card title="Promising what the settings don't implement">
    Only say what *this* configuration does. A system set to self-use does not behave like a backup-reserve system.
  </Card>

  <Card title="Leaving no written trace">
    The signed handover form and the DO/DON'T card are the only record this conversation happened. Without them, every future dispute starts from scratch.
  </Card>
</CardGroup>

## When to escalate

<Note>
  **Escalate to Kent New Energy service only** — through your registered Kent partner channel or the Kent service desk details on your work order. Do not contact any third-party or component-manufacturer support line for a Kent-branded system: tickets outside the Kent channel are not tracked, not covered, and can void warranty handling.
</Note>

## Related pages

* [Backup Can & Can't](/handover/backup-can-and-cant)
* [Display Walkthrough](/handover/display-walkthrough)
* [Warranty-Safe Usage](/handover/warranty-safe-usage)
* [Handover Form](/handover/handover-form)